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Jobs Tanzania: Customer Experience Manager Job Vacancy Arusha Empower Limited | Deadline: 18th December, 2018
NAFASI ZA KAZI / AJIRA TANZANIA
NAFASI ZA KAZI / AJIRA TANZANIA
Customer Experience Manager
Type: Full Time
Type: Full Time
Category: Customer Service Relations
Location: Arusha
Other Categories: Energy & Utilities , Management
Job Level: Manager
Roles and Responsibilities
• Study the current after sales network in the area defined
• Formulate and implement the after sales service strategy that it truly distinctive and in line with business objectives
• Hire people with the right skill set to implement the plans
• Develop KPI’s for self and team and ensure adherence to the same
• Build online data for all the after sales activities
• Develop and implement the after sales service manual
• Develop and implement the warranty guidelines
• Ensure that the KPI’s of the trade partners are agreed and met consistently
• Monitor, take corrective actions where required and improve processes and system
• Meet with trade partners and develop a good working relationship
• Appoint and manage vendors for customer carry-in service centres
• Manage all supporting processes such as complaint management, call center to service partner interaction
• Study the existing quality activities and suggest improvements to ensure faster and more accurate feedback
• Work with the peers to ensure a good collaborative work environment
• Gather industry best practices and benchmarks so as to apply “best-in-class” processes
• Own consumer delight and satisfaction through consumer-centric approach
• Plan the spare part inventory across Tanzania
• Ensure correct spare parts logistics flow, and inventory levels across Tanzania
• Ensure that defective parts’ return process is up and running
• Ensure audit compliance of overall warranty service operation
Educational Qualifications
• Bachelor degree and equivalent
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Experience Requirements
• 5-7 years of progressive customer service function in Consumer durables, FMCG sector, Appliances, telecom sector etc.
• Proven record of application of following competencies : Planning and Organizing, Negotiation skills , Effective Communication, Problem Solving and Decision-Making, Strategic Thinking, Analytical Skills
• Has3-5 years of hands on functions like managing call center, administration service operations network and managing customer care and quality systems
• Demonstrated sales alignment experience
• Strong oral and written communication skills
• Consultative selling skills for service structure and service systems
• Ability to understand and apply market intelligence to sales strategy for customer retention processes
• High level of financial and business acumen
• Staff consulting and relationship building skills
• Ability to use technology and analysis tools (Excel, Outlook, web, databases)
• Executive presence to influence senior decision-makers
• Academic Excellence and Business Degree will be essential
• Able to travel within Region regularly
